21c Museum Hotel Louisville

Gone are the days of above and beyond customer service, especially at hotels, especially at this 21C. The individuals at the reception desk have an attitude of indifference and haughtiness. We decided to stay at this 21C as we were attending our good friends wedding in Louisville and the location is really great and was close to all of the venues we would need to get to. I had called ahead of time to ask if we would be able to secure a few extra chairs for the room as the groom and his father and brother would be getting ready in our room prior to the ceremony. I was told that it was too far in advance to facilitate such requests and I would need to call closer to the date of stay, which made sense and was fine. When we checked in, the receptionist was cold. Basically think of any antonym of hospitality that one could find in a thesaurus and you would be able to get a good idea of the overall attitude of almost all of the individuals working behind the receptionist desk. Exceptions to this were the one individual who helped my husband secure the needed two additional chairs for our room on Saturday and the phone customer service lady who helped me get a hold of the front desk when we had to call on Monday as to lost items (after being hung up on twice after being connected through to the front desk). Notwithstanding the terrible attitudes and general disdain for hospitality exhibited at reception, perhaps the biggest issue with our stay was the absolutely paper thin walls in the rooms. Over the weekend we were able to hear everything, and I mean everything from the adjacent rooms, including private telephone conversations, a crying infant, hair dryers, televisions and of course, sounds of intimacy. I would have expected that a hotel at this price point and at the level of "refined comfort" promised by the 21C brand, would have put more thought into noise cancelling of some kind.

Not the experience I was expecting of a 4-star hotel. In-room services didn't start until 9:00am and ended by 10pm. By 9am I think many guests have already started their day, especially during the work week, so starting breakfast at this late hour was inconvenient. And then on Saturday when I called at 9:45am, I was told the wait was 1.5 hours. I had to leave a note to remind the daily cleaning service to refill body soap, Kleenex, and coffee supplies. There was a small set of stairs to get to my room, which if they had told me at the front desk when checking in I would have asked for assistance with my luggage, which was very heavy. While there were plenty of outlets around the room, there were no outlets on the nightstand. I had to bring my suitcase to the other side of my bed so I could have my phone nearby while it charged rather than on the other side of the room by the dining table or side table.